Granular Call Routing via Availability Modes
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Solution Overview
Problem
Current call routing systems lack granular control over user availability, leading to unwanted interruptions and potential billing issues, as users can only define a single Boolean state for their availability, causing all calls to ring if they are considered available, without differentiation between callers or time-based preferences.
Innovation Solution
Implementing a method for users to define and manage multiple availability modes based on user-defined rules, where calls can be routed selectively depending on the originating telephone number, allowing for hierarchical or independent modes, and automatic definitions using calendar and clock functions, enabling more precise control over call handling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a single Boolean availability control is used, then the system is simple to operate, but granular control over call routing is lost
Solution Approach 1:
The patent segments the single Boolean availability state into multiple distinct availability modes (e.g., Do Not Disturb, Office Hours, Away, Busy). Each mode represents a specific availability state with different routing behaviors, allowing users to granularly control call handling for different situations while maintaining simple mode selection.
Solution Approach 2:
The system dynamically transitions between different availability modes based on user selection, time of day, or calendar events. This dynamic behavior allows the availability state to adapt to different contexts automatically, providing both simplicity (automatic mode selection) and versatility (multiple routing options).
2Productivity
If all calls are routed to the user when available, then the user receives all calls, but unwanted interruptions and billing issues occur
Solution Approach 1:
The patent applies different routing rules to different callers based on their telephone numbers. Each availability mode contains specific telephone number patterns or ranges that determine which callers are routed to the user and which are diverted to voice mail. This local differentiation allows the user to receive desired calls while blocking unwanted ones.
Solution Approach 2:
The system performs preliminary routing decisions before the call is established by comparing the caller's telephone number against the active availability mode's routing rules. This preliminary action determines call routing in advance, preventing unwanted calls from reaching the user and avoiding billing charges for calls the user does not wish to receive.
3Ease of operation
If manual call redirection is required, then the user can control call routing, but the user must be actively present to make decisions
Solution Approach 1:
The patent allows users to pre-configure multiple availability modes with different routing rules in advance. When a call arrives, the system automatically compares the caller's information against the active mode's rules and performs routing without requiring user intervention. This preliminary configuration eliminates the need for real-time user decisions while maintaining full control over call routing behavior.
Solution Approach 2:
The system provides self-service call routing by automatically comparing incoming caller information against stored routing rules and executing appropriate routing actions without user involvement. The pre-configured availability modes enable the system to autonomously determine whether to route calls to the user or to voice mail, eliminating the need for manual user intervention while preserving control.
Data Source
AI summary
There is disclosed a method of routing a call in a communication system, comprising: defining a set of availability modes for at least one user, each mode including at least one identifier identifying at least one originating telephone number; defining a routing rule for each of said modes; and routing a call for the at least one user in dependence upon the routing rule associated with an active availability mode of the user and the originating telephone number of the call.